Refund policy

RETURN & REFUND POLICY 

Last Updated: August 2026

This Return & Refund Policy is issued by MITRA JAYA EDAR SDN BHD (Company Registration No. 201901015973 (1325301-U)), operating under the brand Natureal Organic (“Natureal Organic”, “we”, “us” or “our”).

We want customers to receive their orders in good condition and to have a clear process for eligible returns and refunds.

1. 7-DAY RETURN POLICY

We have a 7-day return policy, which means you have 7 days from the date you receive your item to request a return.

To be eligible for a return, the item must generally:

  • Be in the same condition in which it was received;

  • Be unused and unopened, where applicable;

  • Include its original packaging;

  • Include any tags, seals or accessories supplied with the product; and

  • Be accompanied by a valid receipt, order number or other proof of purchase.

Returns that do not meet the applicable eligibility requirements may be rejected.

2. HOW TO REQUEST A RETURN

To request a return, please contact us at:

hello@natureal.co

Please provide:

  • Your full name;

  • Order number;

  • Product involved;

  • Reason for requesting the return; and

  • Photographs or videos where the request relates to damage, defects or an incorrect item.

If your return is approved, we will provide instructions on how and where to return the item.

Items returned without first obtaining approval from us may not be accepted.

3. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

  • The item is defective;

  • The item was damaged during delivery;

  • You received the wrong product;

  • The quantity received is incorrect; or

  • There is another material issue with your order.

Where reasonably required, we may request photographs, videos or other supporting information so that we can assess the issue.

If the claim is approved, we may provide an appropriate remedy, which may include replacement, exchange, refund or another solution permitted under applicable Malaysian law.

4. NON-RETURNABLE ITEMS

For hygiene, health and safety reasons, certain products may not be eligible for return once opened or used.

These may include:

  • Personal care products;

  • Beauty and cosmetic products;

  • Hair care products;

  • Skincare products;

  • Products with broken hygiene seals;

  • Products that have been used, opened or materially altered after delivery;

  • Personalised or specially ordered products;

  • Perishable products; and

  • Other items that cannot reasonably be resold for hygiene or safety reasons.

If you are unsure whether your item is eligible, please contact us before returning it.

Nothing in this Policy is intended to exclude rights available to consumers under applicable Malaysian law.

5. SALE AND PROMOTIONAL ITEMS

Products purchased during promotions, discounts or sales may still be eligible for return where:

  • The product is defective;

  • The wrong item was supplied;

  • The product was damaged when received; or

  • A return or remedy is otherwise required under applicable Malaysian law.

Returns based solely on change of mind may not be accepted for promotional or sale items unless otherwise stated by us.

Gift cards are non-refundable except where required by law.

6. EXCHANGES

If you would like to exchange an eligible item, please contact us first.

Where an exchange is approved, we will provide instructions for returning the original item.

Depending on product availability and the circumstances of the request, we may:

  • Replace the product directly; or

  • Ask you to return the original item and place a new order.

Any applicable price difference, shipping charge or other cost will be communicated before the exchange is completed.

7. RETURN SHIPPING COSTS

Return shipping costs will depend on the reason for return.

Where the return is due to:

  • A defective product;

  • An incorrect item supplied by us; or

  • Damage attributable to fulfilment or delivery,

we may bear or reimburse reasonable return shipping costs, subject to our assessment and approval.

For approved change-of-mind returns, where accepted, the customer may be responsible for return shipping charges.

8. REFUND ASSESSMENT

Once we receive the returned item, we will inspect and assess it.

We will notify you whether the refund has been approved or rejected.

Where additional information is required, the refund timeline may begin once all required information or returned items have been received.

9. REFUND TIMELINE

For an approved refund, MITRA JAYA EDAR SDN BHD will initiate the refund within 3 to 7 business days after the refund has been approved.

Where possible, the refund will be made to the original payment method used for the transaction.

After the refund has been initiated, the time required for the funds to appear in your account may vary depending on:

  • Your bank;

  • Credit or debit card issuer;

  • Payment gateway;

  • E-wallet provider; or

  • Other payment service provider.

This additional processing period is outside our direct control.

As a general guide, customers should allow approximately 5 to 14 business days from refund approval for the refunded amount to appear, depending on the payment method and financial institution involved.

If more than 14 business days have passed after we confirm that your refund has been initiated and you have not received the funds, please contact us at hello@natureal.co.

10. CASH ON DELIVERY ORDERS

For eligible Cash on Delivery (“COD”) orders, refunds may be processed through an alternative method where refunding to the original payment method is not technically possible.

We may request the customer to provide appropriate bank or payment details solely for the purpose of processing the approved refund.

The customer is responsible for ensuring that any details supplied for refund purposes are accurate.

11. REFUND EXCLUSIONS

A refund may be rejected where, subject to applicable law:

  • The product has been used or consumed beyond what is reasonably necessary to inspect it;

  • The product was damaged after delivery due to misuse or improper handling;

  • The return request falls outside the applicable return period;

  • The product is non-returnable for hygiene or safety reasons;

  • The customer is unable to provide reasonable proof of purchase;

  • The item returned does not match the product supplied; or

  • The claim is fraudulent, abusive or misleading.

12. CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible.

We will attempt to accommodate cancellation requests where the order has not yet been processed, packed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible and the return process may apply instead.

13. CONSUMER RIGHTS

This Return & Refund Policy operates in addition to any rights or remedies that may be available to consumers under applicable Malaysian law.

Nothing in this Policy is intended to unlawfully exclude, restrict or limit such rights.

14. CONTACT US

For return, exchange or refund enquiries, please contact:

MITRA JAYA EDAR SDN BHD
Company Registration No.: 201901015973 (1325301-U)
Operating Brand: Natureal Organic

Email: hello@natureal.co